Hammer and Grind Podcast EP 9

Communicating With Your Clients

1. Ask –

Focus on using Calibrated Questions. Questions that begin with, How, and What.

How long have you been thinking about tackling this project? How can I help you? What are the most important things you want me to know about this project?

When you ask a series of well-designed calibrated questions you get your clients to actually put themselves in your shoes and see things from your perspective so they begin to pour out the critical information you need.

Asking questions that begin with Why could actually get your clients into a defensive posture. A why question in many cases can be confrontational. Brad explains why we lean away from the Why questions!

Asking questions that begin with How and What offers your clients a way to really convey the meat and potatoes of what is on their mind. This line of questioning is paramount to effective communications.

 2. Listen –

After you ASK an important calibrated question, it is so important that you become quiet, and listen.

Too many contractors get into a rhythm of running their mouths during a conversation with a client or prospect. Offer silence in your communications so your prospect can actually respond without interruption.

More importantly, become laser-focused on becoming an active listener. It is common for people to “check out” when they finish talking. Don’t check out, listen.

When you have a list of questions you want to cover on a call with a client, it is easy to get caught up in thinking about the next question you want to cover when you should actually be listening. This is where you need to be careful and pay close attention to the conversation.

3. Affirm –

The final piece of the puzzle for effectively communicating with your clients is affirming you have heard what they are saying. Clients what to be heard. Your clients want you to listen to them.

Using mirroring and labels during the conversation is a positive way to affirm you are actively listening to the client during the call.

A wonderful way to offer affirmation that you listened to the client is with a recap of the conversation at the end of the call. Taking notes during a communication call is paramount to capture all the details of the call.

During a recap, you can use buzzwords the client used during the call while you repeat the most important things about the call. Repeating the client’s buzzwords during the communication is a powerful way to prove to the client you actually listened.

Hammer & Grind Profit Club – Link for more information

www.hammerandgrind.com/theprofitclub

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